Question 1

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

Options :

A : Knowledge articles suggested by Einstein

B : Upcoming Milestones for the Case's Entitlement

C : Internal Chatter posts about the Case

Answer: A

Question 2

Universal Containers wants to offer its customers interactive chat as well as case processing.

The same team of service agents will be handling both types of communication from customers.

Which solution should a consultant recommend to ensure that service agents are only assigned an

appropriate number of issues?

Options :

A : Case assignment rules

B : Omni-Channel

C : Case team

Answer: B

Question 3

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate

key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the

upcoming Salesforce Release schedule may impact the implementation project's development efforts.

What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?

Options :

A : Postpone the release to the production org so the team can finish the project before the release is deployed.

B : Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

C : Conduct testing in a preview sandbox so the team can adjust features that will be affected by the release.

Answer: C

Question 4

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

Options :

A : Path for Cases

B : Escalation Rules

C : Einstein Next Best Action

Answer: A

Question 5

Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on

cases.

What should they consider before implementation?

Options :

A : Swarming can only be initiated from Slack.

B : Messages from a swarm can be shared to the case feed.

C : Swarms can be closed from Slack or Salesforce.

Answer: C

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